Queens Public Library · 8 hours ago
Customer Service Supervisor - Multiple Locations Avail…
Jamaica, NY
Full-time
Onsite
Mid, Senior Level
$50K/yr - $50K/yr
2+ years expQueens Public Library is a national and international leader in the delivery of public library service. The Customer Service Supervisor will lead customer service efforts at busy community libraries, supervising staff and ensuring excellent service to library customers.
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Responsibilities
In partnership with the CLM/ACLM, performs a leadership role in the supervision of customer service staff, including developing and managing the performance of Customer Service Representatives, Pages, Volunteers, Net-Mentors and other designated staff; including but not limited to, maintaining fact files and completing performance reviews
Provides friendly, courteous and accurate service to library customers, using self-service or other equipment. Troubleshoots customer accounts. Enrolls customers. Completes library forms. Answers directional questions. Processes fines/fees. Refers customers to librarians for reference questions. Addresses/resolves customer complaints/issues
Scans returned items and shelves library materials. Discards/removes items from the physical collection based on materials identified for removal by librarians. May take inventory of materials. Responsible for searching, selecting and preparing reserve titles. Searches for and prepares reserve titles for delivery
Prepares new and existing materials for customer use, such as stamping books, affixing labels, security strips/RFID tags, applying book covers, and linking of materials. Opens boxes for all deliveries and verifies contents to packing lists. Enters goods receipts into SAP
Prepares and submits accurate employee work schedules and ensures maximum service coverage assignments. Prepares and submits accurate employee time worked reports for agency (e.g. shift, overtime). Reviews and approves subordinate time cards
The Customer Service Supervisor must have demonstrated experience in the following competencies: initiative, flexibility in approaching daily responsibilities, cooperative teamwork and modeling exemplary customer service
When assigned to opening and closing, completed all required duties on the checklist. Sets up startup money. Enters daily receipts into SAP. Prepares money for bank deposit. Performs end-of-day money closeout. Accurately completes reports, such as the Waive Log. Orders supplies for agency
Performs other duties as assigned
Qualification
Required
High School Diploma or General Equivalency Diploma required
Two years of customer service experience required
One year of Supervisory/Management experience including responsibility for the performance management of full time staff
Must be friendly, courteous, and professional and have strong interpersonal skills to support customer service
Strong verbal and written communication skills; detail oriented, flexible and a self-starter required
Must be able to lift and/or move up to 25 pounds
Preferred
Associates Degree preferred
Company
Queens Public Library
Queens Public Library is one of the largest and busiest public library systems in the United States, dedicated to serving the most ethnically and culturally diverse area in the country.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.01M2015-08-01Seed· $0.01M
Leadership Team
Thomas Galante
President and Chief Executive Officer
Stephen Mack
Chief Financial Officer
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